Adaptations Client Liaison Officer

Adaptations Client Liaison Officer

Team

The Home Improvement Team is committed to helping disabled, older and vulnerable residents live safely and independently in their own homes. Working closely with Occupational Therapists, technical officers, contractors and partner agencies, we deliver Disabled Facilities Grants (DFGs) and other housing assistance that enables residents to remain independent and improves their quality of life.

We are a supportive and customer-focused team that places residents at the centre of everything we do. Our work is varied, rewarding and makes a genuine difference to people across the borough.

About the Role

We are looking for a proactive and compassionate Adaptations Client Liaison Officer to join our Home Improvement Team.

This is a key customer-facing role where you will act as the first point of contact for residents enquiring about disabled adaptations and Disabled Facilities Grants (DFGs). You will manage enquiries, provide advice and guidance on the adaptations process, support clients to complete grant applications and help them navigate what can often be a complex and unfamiliar journey.

You will work directly with clients in their homes and over the telephone, gathering information, assisting with means-testing assessments, checking eligibility for grants and ensuring applications are progressed efficiently. You will act as the main point of contact throughout the process, building positive relationships with clients and their families while providing reassurance and support from initial enquiry through to approval of works.

The role involves close working with Occupational Therapists, Home Improvement Officers and other partner agencies, maintaining accurate case records and helping the service achieve statutory timescales for grant approvals.

Reporting to the Senior Systems Development and Policy Officer, you will be part of a friendly and experienced team with no direct line management responsibilities. The post is based at 3 Knowsley Place, with regular home visits across the borough.

As part of your ongoing professional development, you will have the opportunity to undertake Trusted Assessor training and, subject to competency and experience, progress towards carrying out assessments and prescribing straightforward adaptations for non-complex cases.

What We're Looking For

We are seeking an individual with excellent customer service and communication skills who is passionate about supporting residents to remain independent in their own homes.

You will have experience of working in a customer-focused environment, dealing with enquiries, managing caseloads and supporting individuals through application or assessment processes. You will be confident gathering and explaining financial information, maintaining accurate records and working with a range of internal and external partners.

The successful candidate will demonstrate:

• Excellent interpersonal and communication skills, both written and verbal.
• A caring, empathetic and patient approach when working with vulnerable residents.
• Strong organisational skills with the ability to manage competing priorities.
• Experience of providing advice, guidance and support to customers.
• Confidence using Microsoft 365 applications and case management systems.
• The ability to work independently whilst contributing positively to a team environment.
• A commitment to delivering excellent customer service and achieving positive outcomes for residents.

Knowledge of Disabled Facilities Grants, welfare benefits, housing adaptations or local authority services would be advantageous, but we also welcome applications from candidates with transferable skills and a willingness to learn and develop within the role.

Normal hours of work are 37 hours per week based around the usual business working week.